Regal Cloud

About the Company

Specialists in talent provision and consulting focusing on enterprise Cloud, Virtualisation, Automation and IT Infrastructure positions globally.

We pride ourselves on our ability to understand a clients environment and requirements that in turn enables us to deliver a fast reliable consulting practice.

Transparent costs, flexible contract arrangements and a reliable partner that your business can rely on.

Listed Jobs

Company Name

Regal Cloud

Job Title

Information Technology Support Technician

Job Description

**Job Title** Information Technology Support Technician **Role Summary** Provide first‑line technical assistance to an international customer base, managing support tickets, troubleshooting software and hardware issues, administering user accounts, and ensuring adherence to ITIL‑based processes and SLAs. **Expectations** - Deliver high‑quality, customer‑centric support with clear communication. - Manage ticket queues efficiently and resolve issues within defined SLAs. - Apply ITIL best practices for incident management and continuous improvement. **Key Responsibilities** - Monitor and triage ticket queues; forward tickets to appropriate teams. - Troubleshoot inbound support requests for business software (Windows 10, Office 365, etc.). - Administer user account provisioning, group management, and access control in Active Directory. - Configure peripherals (printers, devices) and perform device OS installations or re‑imaging. - Log all support activities, provide timely updates, and follow up on open tickets. - Conduct capability gap analysis and recommend service improvements. - Collaborate with FLR and technical teams to resolve complex issues. **Required Skills** - Proficient troubleshooting of Windows 10, Office 365, and Microsoft Office suite. - Strong knowledge of Active Directory (user creation, group policies, security groups). - Ability to configure printers and peripheral devices in Windows environments. - Basic understanding of Azure services and cloud‑hosted applications. - Experience with device OS installation, re‑imaging, cross‑platform diagnostics (ping, traceroute). - Familiarity with ITIL framework and tools such as ServiceNow. - Excellent customer service, call handling, and written communication skills. **Required Education & Certifications** - Minimum of 2 years of IT support or helpdesk experience, ideally with an international client base. - Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are preferred.

Cardiff, United kingdom

On site

04-12-2025